Working at the help desk

Better Support with Snagit: 4 Tips to Make Your Help Desk More Helpful

In everything we do here at TechSmith, our goal is to make our customers happy. Of course we strive for perfect software—no bugs, no crashes, no confusing user interfaces—but the reality is that everyone is going to have a hiccup every once in awhile. And when that happens, our tech support team is there to help.

Every support team has the same general goals: engage with customers and hopefully solve their issues quickly and with ease. The TechSmith support team, however, has a secret weapon: Snagit. Snagit works wonders for support. In this post, I’ll go through the top four ways Snagit can help your support team limit email back and forths and reduce your average handle time.

1. Bulk up your knowledge base

Solve customers’ issues before they even contact you by adding screenshots to your FAQs and getting started overviews.

Self service is on the rise; for a lot of customers, knowledge bases are their first stop when they run into an issue. In a study conducted by Coleman Parkes for Amdocs, “91% of survey respondents said they would use an online knowledge base if it were available and tailored to their needs.” That’s huge! If you don’t have a knowledge base yet, seriously consider putting one together. And if you already have one, take a look at how it’s performing. Are users staying on articles long enough to read them? Or are they bouncing off the page after searching for, and not finding, what they needed?

In the same study, it was determined that “40% of customers contact a call center after they have looked for answers to their question via self-service.” That’s nearly half of all customers who aren’t finding what they’re looking for. Adding screenshots to help desk articles with Snagit can help. Describing computer issues in words can be cumbersome and confusing; a simple screenshot with an arrow pointing out the important information can be invaluable to a customer looking for a fast solution to their problem.

Our support team at TechSmith uses this strategy often. Take a look at this knowledge base article below to see how the screenshot is used to replace what could have been an extremely lengthy description of where Google Drive and YouTube are located in the editor.

TechSmith knowledge base

If you’re not sure which articles to focus on in your knowledge base, try checking your site search to see which issues customers are often looking for. If you only take into account questions you receive in tickets or over the phone, you may be missing a huge chunk of your customers that got frustrated by not finding their issue online and gave up before contacting you.

2. Ask customers for screenshots of their issues

When a customer puts in a ticket, help them be successful faster by adding a request for screenshots in your reply templates. When you request screenshots of the issue up front, you can save yourself and your customer from endless emails back and forth trying to nail down exactly what’s wrong. As I’m sure you’re all too familiar with, not everyone uses the same language when describing what they’re seeing on their screen. Skip the communication gap completely and get to the heart of the issue faster.

While we do wish every single person with a computer also has a copy of Snagit, we know it’s not a guarantee. Snagit’s free trial really comes in handy in situations like these. Send a link to the free trial along with your request for added efficiency.

3. Bake screenshots into your canned responses

Asking customers for visual evidence of their issues is a great first step, but it’s only half the battle. Save time on your own end by taking screenshots of common issues and putting them directly into your canned responses. That way you can answer a question once instead of over and over again.

Don’t have a way to save your screenshots into your response templates? No problem. Use Snagit’s image library as a personal knowledge base of sorts. Take your most-requested screenshots and tag them with keywords. When you need an image, simply search the library. Take a look as this tutorial to learn more about how Snagit’s library works.

4. Take quick videos of multi-step responses

Some questions are more complicated than others. If you find yourself taking multiple screenshots to explain a single process, it may be easier to record a simple screencast instead. Helpscout recommends creating a video for any process more than three steps.

Snagit makes it easy to record one-take videos; we’ll show you how in the video below. Plus, once you’ve got your video ready, you can upload it to a number of shareable destinations like Screencast.com or Google Drive. That way, you can send links to customers instead of sending large video files as attachments.

Can’t see the video? Watch it on YouTube.

And there you have it! The top four ways to improve your help desk and delight your customers with Snagit. Have any more support tips I didn’t cover? Let me know in the comments!